How do I reach Velumhold support or report abuse?

What can I write to support about?

Support answers questions about orders, payments and hosting accounts. Typical subjects:

• an order or a top-up you made;
• an account that has not arrived yet: a person creates each account within 24 hours of the confirmed payment;
• pointing a domain to your account;
• setting up or fixing WordPress;
• email accounts on your domain;
• restoring a backup;
• moving a site in, which is free.

What should a support email include?

Name the site and describe the problem, and the answer comes sooner. Include:

• the domain name of the site, and the plan and location of the account;
• the steps you already tried and the exact error message you see;
• when it happened, with a time zone or in UTC;
• for a payment, the coin, the network and the transaction ID (TXID).

Keep your account number, your control panel password and your private SSH key out of every message. Sharing a public key is fine.

How do I report abuse from a Velumhold account?

Write to [email protected] with what is needed to find the site and the activity:

• the domain name or URL involved;
• the date and time you saw it, in UTC or with its time zone;
• what you saw, for example a phishing page, spam, malware, a scan or an attack;
• supporting evidence: logs, full mail headers or a screenshot.

The banned uses are listed in the acceptable use policy.

Can support recover a lost account number?

Only when the account has an email address. Keep your account number somewhere safe: whoever holds it holds the account. With an email on file the number can be recovered; with no email, a lost number stays lost.

Store the number in a password manager. Adding an email is the one way to make a lost number recoverable.

Which pages answer common questions?

Most common questions are answered on these pages:

• prices and plan details: how much Velumhold web hosting costs;
• payments, KYC, setup time and rules: the Velumhold FAQ;
• credits, and the minimum top-up rule: the refund policy;
• records kept on your account: the privacy policy;
• renewals, suspension and the contract: the terms of service.